Job Introduction
About the job
Here at Firebrand (part of Lyceum Education Group) an opportunity has arisen for a passionate and organised individual to join the team as an Operations and Customer Service Administrator. You will be responsible for playing a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions. This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for Firebrand?
It is a great time to join Firebrand as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join Firebrand such as:
- Brilliantly, you can study any of our courses for free – be it a professional qualification or full degree.
- We also provide a generous annual leave entitlement of 30 days.
What you’ll be doing
The Operations and Customer Service Administrator plays a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions. This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information. The role is an integral part of a team dedicated to providing a professional, quality, and comfortable educational environment for students. This role demands a dynamic individual who excels in a fast-paced setting, demonstrating initiative and a proactive approach to responsibilities.
As such, you will be responsible for:
Key Responsibilities:
Operations:
- Scheduling exams: Organise and coordinate exam schedules efficiently.
- Administering test sessions: Oversee and manage the execution of test sessions.
- Classroom setup: Prepare classrooms for educational activities, ensuring a conducive learning environment.
- Imaging of student PC’s: Manage the imaging process for student computers.
- Weekend site duty: Participate in weekend shifts to address any operational requirements.
- Student assistance: Provide support to students when senior staff are unavailable.
Customer Service and Credit Control:
- Assist the Sales Team: Support the Sales Team with various administrative tasks, ensuring smooth workflow and efficient operations.
- Update and maintain CRM system: Ensure accurate and relevant customer and sales data in the CRM system.
- Respond to customer inquiries: Handle general customer service inquiries via phone and email in German and English.
- Generate and manage invoices: Create and manage invoices and credit notes, maintaining meticulous records.
- Follow up on payments: Ensure timely processing of payments by following up on payment details within strict deadlines.
- Initiate enrolment communications: Send enrolment emails and conduct follow-up calls to confirm receipt and understanding of crucial information.
- Collaborate with Regional Team: Work closely with the CS & Operations Teams across all Training Centres, fostering effective teamwork and communication.
- Microsoft ESI Administration
- Credit Reform Administration
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
Knowledge/Experience:
- Excellent English and German language skills.
- Strong analytical skills with attention to detail in reporting and administration.
- Experience working collaboratively in a team.
- Previous experience in general administration duties.
- Prior experience in office-based customer support and administration, demonstrating a strong understanding of sales processes and customer interactions.
- Proficiency in using CRM systems and Accounts software.
Skills/Qualifications:
- Excellent time management, organisational, and planning skills.
- Keen attention to detail in reporting and administration.
- Strong interpersonal skills and the ability to build and maintain positive client relationships.
Behaviours/Competencies:
- Proactive attitude and ability to think ahead in a dynamic environment.
- Self-motivated with high energy levels and a strong commitment to responsibilities.
- Maintains constant communication with main offices in the U.K.
- Adaptable and responsive to the varying demands of the role.
- Presents self in a responsible and mature manner.
- Demonstrated initiative and willingness to engage in a diverse range of tasks.
- IT literacy with experience using CRM and Accounts systems, showcasing technical proficiency in relevant software tools.
Please note that the successful candidate will be required to undergo a credit check.
